# Set up Call Popup

Once HubSpot CRM (Customer Relationship Management) is connected, Cloud Voice can surface a caller's CRM record automatically. By default, a browser tab with the matching contact opens the moment an inbound call arrives from a known contact, before it is answered. This page shows how to change when that popup appears, or switch to opening it by hand.

## Before you begin

Finish the [HubSpot CRM integration](/pbx/integrations/hubspot/integrate-cloud-voice-cloud-voice-with-hubspot-crm/) first. The call popup relies on the link between extensions and CRM users that the integration creates.

## Configure the popup

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and open **Extension and Trunk > Extension**.
2. Locate the extension that belongs to the CRM user, then click the edit icon to open it.

   ![Edit icon on the extension list](/images/pbx/edit.png)

3. Open the **Cloud Voice App** tab, find the client you want to configure, and tick **Open Contact URL Using System-Integrated CRM**.
4. Under **Popup Method**, decide how the contact page should open.

   ![Popup method options with automatic trigger events](/images/pbx/call-popup-event.png)

   - To let Cloud Voice open the record for you, choose **Automatically (Only for Incoming Calls)**, then use the **Trigger Event** drop-down to pick the moment it fires:
     - **Ringing**: the popup opens the instant a HubSpot user receives an inbound call from a CRM contact.
     - **Answered**: the popup waits until the HubSpot user picks up the call.
     - **Call End**: the popup opens after the call with the CRM contact finishes.
   - To open the record yourself during the call instead, choose **Manually**.

   :::tip
   Pick **Ringing** so the caller's record is on screen before you answer. Choose **Answered** if you only want a popup for calls that are actually picked up, which keeps missed or abandoned calls from opening tabs. **Call End** is useful when the record is only needed for after-call notes.
   :::
5. Click **Save**.

## What happens on a call

- With automatic popup enabled, the chosen trigger event on an inbound call opens a new browser tab showing the caller's CRM details.

  
  ![Cloud Voice, browser tab displaying the matched CRM contact's record](/images/pbx/call-popup.png)

- With manual popup enabled, the extension user opens the record on demand by clicking the **CRM** label on the call window during the call.

  ![CRM label on the call window for opening a contact by hand](/images/pbx/manually-open-call-popup.png)

:::note
The browser may block the popup tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and redirects for the site, and click **Done**.

![Browser prompt to allow pop-ups and website redirection](/images/pbx/allow-window-redirection.png)
:::